How new tools help mitigate crises and avoid system crashes When a malfunction occurs that generates a massive service outage or other similar inconveniences that affect a large number of users at the same time, it is common for them to turn massively and simultaneously to make their claims to the service provider. This situation brings with it a rather …
It allows not only to manage contacts but also to improve the quality of service. In an increasingly digitized world, where today almost everything goes through devices or computers, having concrete and accurate data is becoming crucially important. In fact, in recent years there has been a boom in Big Data to the point that no one doubts that it …
Both service and customer care are two key areas for the development of a company. It should be noted that they are complementary, NOT equivalent. For this it is important to understand the difference. Service does everything that can be provided to the customer in addition to a product. It is responsible for being attentive to the demands and tastes …
Omnichannel, a communication model provided by companies that allows their customers to contact them through multiple channels of their choice, is the new paradigm and as we well know, it has its outstanding virtues. But it also has its other side: the typical and repetitive case where the client is contacted by several channels at the same time to speed …
The change in the work modality given the current context and the new resolution of social, mandatory and preventive isolation for customer service centers, puts ISPs at risk. Among many of the problems generated, a large percentage of user calls are due to massive network failures. How to attend to these needs if, in addition to overcoming the agents, they …
The current global context and the resolution of mandatory social isolation without a certain expiration date, bring together two urgent situations to be resolved by mass service companies such as ISPs. 1. Sustain the cash flow of charging.2. Offer the Client a simple platform that collaborates in changing their habits. He already knows that from now onwards will have to …
Omnichannel; a communication model used by companies to improve the experience of their customers, allowing them to be in constant contact with the company through multiple channels at the same time. The great value of omnichannel is offering the customer the choice of communicating with their provider. Adapting the organization’s processes to all channels is the way to achieve a …
The growth in Internet demand due to the sudden increase in Home Office, Home School and family entertainment, bound to the consequent increase in complaints, inquiries and daily sales, it is the great challenge for ISPs to maintain quality for their customers . Additionally, as companies, we want to preserve the health of our collaborators, practicing Home Office. The reduction …
In this time of changeS and increased demand of Internet by ISP customers, service teams tend to be saturated. Likewise, working from our homes, given the resolution of isolation, makes it even more complex. It is important to prioritize contacts by sales and complex administrative tasks. In order to have this time, it is necessary to automate all the tasks …
